Refund policy

Refund & Return Policy

We accept returns and exchanges under the following conditions:

  • Requests must be made within 5 days of receiving the order.
  • Items must be unused, unworn, unwashed, and in their original packaging with all tags and labels attached. You’ll also need the receipt or proof of purchase.
  • The item must be free from stains, odours, perfumes, makeup, pet hair, or any damages caused by the customer.
  • Items marked as final sale, clearance, custom, or personalized are not eligible for returns or exchanges.
  • Products must be purchased directly from OH NUR’s official website. Items purchased from third-party sellers must follow their respective policies.
  • OH NUR is not responsible for lost or damaged return shipments.
  • Once an order has been processed, it cannot be canceled.

To initiate a return or exchange, email our customer support team at ohnur.official@gmail.com with your order number, item details, and reason for return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at ohnur.official@gmail.com.

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

Approved Refunds:

  • Refunds will be processed within 5-7 business days after approval.
  • The amount will be credited to the original payment method used at checkout.
  • Shipping fees and handling charges are non-refundable.

Partial Refunds:

In certain cases, only a partial refund may be granted:

  • If the item is not in its original condition.
  • If there are minor damages or missing parts not caused by OH NUR.
  • If the return request is made after the 7-day return window but within 14 days.

Late or Missing Refunds:

If you have not received your refund within the stated time:

  1. Check your bank account or credit card statement.
  2. Contact your payment provider, as processing times may vary.
  3. If the issue persists, reach out to us at ohnur.official@gmail.com for assistance.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive a damaged, defective, or incorrect item:

  • Contact us within 48 hours of receiving the package.
  • Provide clear photos and an unboxing video of the product showing the issue.
  • We will arrange a replacement, exchange, or full refund at no additional cost.

Exchange Policy

  • Exchanges are allowed for size issues only, provided the item is in perfect condition.
  • If the requested size or colour is out of stock, customers may opt for another item of equal value.
  • Exchanges will be processed within 5-7 business days after we receive the returned item.

Effective Date: 20 March 2025

Contact Us

For any questions, please contact our customer service team at: 📧 ohnur.official@gmail.com

💬 Live Chat (Available Mon-Fri, 9 AM - 6 PM)

Thank you for shopping with OH NUR! We appreciate your trust in our brand.